Terrible Customer Service

I recently took my Huawei Watch into your Vincent Park Branch in East London for repairs. I paid for a Damage Report and left the device to be looked at. I received prompt feedback and a quote for the cost of repair.

The device is personally insured, so I contacted my insurance to get the claim going and sent them the quote. As the quote (attached) does not specify what caused the damage, the insurance requested a Damage Report. Seeing as though a Damage Report is what I requested and paid for, I thought this wouldn't be a problem.

I requested the Damage Report telephonically yesterday, 25 September 2024, where the lady in the repairs department argued with me, stating that the quote is the same thing as a damage report, this however cannot be the case. A quote and report are very different things. Anyway, she eventually said she would speak to the technicians and get back to me with the report. I advised that I needed it by the end of business today, otherwise my claim lapses.

As I received nothing by 12pm today, I called the store back, and stated the reason for my phone call. The person I spoke to tried to hand the call off to their colleague, I could hear the conversation as they didn't bother to mute the call. They argued until one of them took my call. At this point, I asked to speak to the store manager and I was put on hold, with no one picking up my call again. I tried phoning back, spoke to someone else, and again asked to speak to the manager, and again, the call was not transferred. Tried to phone again and they just stopped picking up, obviously screening my call. My mom then tried to phone, the call was answered and as soon as she asked to speak to the manager, she was put on hold with no answer, when she then tried to call back, the call was not answered, her number now obviously been screened.

This is incredibly unprofessional behavior when all we have asked is for something we have paid for.

To top it off, I phoned Vodacom's customer care number to try and get some feedback on how to proceed, the lady I spoke to said the only thing I could do was send an email to ***, which I did, only to receive an automated response saying that the email address is essentially no longer active as the service has been moved to the Tobi channels. So then why even give the address in the first place.

Incredibly disappointed.

(This is post dated, as it includes the email sent to customer care)